Self-Service & Automation

GSN solutions incorporate technology for online, digital and voice-based automation and self-service

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Reduce costs using technology to solve common enquiries and business tasks

Delivering services efficiently whilst meeting customer expectations is a key element of remaining competitive for many of today’s organisations. GSN solutions incorporate technology for online, digital and voice-based automation and self-service.  We maximise business efficiency by blending interactions seamlessly with assisted service to ensure that every customer’s expectations are met.

Interactive Voice Response (IVR)

GSN technology provides the solution for many common customer enquiries and processes that require resources and valuable employee time.  With advanced capabilities such as voice recognition and biometric security GSN can enable customers to self-serve on voice platforms with seamless transition to assisted service when necessary.

We provide pre-built self-service modules for banking, finance, insurance, retail, logistics and telecommunications to enable your business to make savings faster.  Our extensive software development capability can also provide for the integration of self-service platforms with just about any back end or line of business system.

Interactive Voice Response (IVR)

GSN technology provides the solution for many common customer enquiries and processes that require resources and valuable employee time.  With advanced capabilities such as voice recognition and biometric security GSN can enable customers to self-serve on voice platforms with seamless transition to assisted service when necessary.

We provide pre-built self-service modules for banking, finance, insurance, retail, logistics and telecommunications to enable your business to make savings faster.  Our extensive software development capability can also provide for the integration of self-service platforms with just about any back end or line of business system.

Chatbots & Virtual Agents

Bring together Human and Artificial Intelligence to enable customers, employees and chatbots to seamlessly engage across your business.  We provide IVR, chatbot, virtual agent, live chat and knowledge management solutions that when combined empower your organisation to provide consistent, personalised and fast resolution of customer enquiries across all channels.

Bring together Human and Artificial Intelligence to enable customers, employees and chatbots to seamlessly engage across your business.  We provide IVR, chatbot, virtual agent, live chat and knowledge management solutions that when combined empower your organisation to provide consistent, personalised and fast resolution of customer enquiries across all channels.

This means we can deliver savings to your business, without compromising the customer experience.

Outbound Dialer

Utilising lists the Outbound Dialer will make predictive, progressive or preview calls to customers (or potential customers). With full answering machine and call progress detection only live customer calls will be delivered to agents. Flexible campaign and calling list configuration together with comprehensive real time reporting enables administrators to achieve the ideal balance between employee efficiency and customer experience.

Outbound Dialer

Utilising lists the Outbound Dialer will make predictive, progressive or preview calls to customers (or potential customers). With full answering machine and call progress detection only live customer calls will be delivered to agents. Flexible campaign and calling list configuration together with comprehensive real time reporting enables administrators to achieve the ideal balance between employee efficiency and customer experience.

Systems Integration & Development

With an extensive range of APIs GSN products can be delivered as part of tightly integrated systems that create customer journeys and optimise workforces. Integrations with line-of-business systems, CRMs, ERPs and ITSMs are all common applications that leverage pre-built connectors for many common systems as well custom developed integrations for bespoke platforms.

GSN’s extensive Professional Services team maintains integration capabilities across a wide variety of development platforms, architecture models and languages.

…allows us to quantify at a large scale how customers are feeling about the service we deliver, which we use to improve our products, our contact centre and how we do business with our customers

Alex Hnarakis, Head of Service Optimisation & Premium Support
MYOB

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